> For the complete documentation index, see [llms.txt](https://docs.getint.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.getint.io/guides/integration-synchronization/non-jira-connectors/freshservice-to-freshdesk-integration.md).

# Freshservice to Freshdesk integration

The Getint platform connects Freshservice and Freshdesk to unify IT service management (ITSM) and customer support. It supports fast ticket syncing, automated workflows, and shared visibility across teams, helping reduce response times and keep both sides aligned. Follow this guide for a quick setup that works for businesses of all sizes. Use the Freshservice-Freshdesk integration with Getint for better service and support management.

### Freshservice-Freshdesk Licensing Model <a href="#freshservice-freshdesk-licensing-model" id="freshservice-freshdesk-licensing-model"></a>

The **Freshservice-Freshdesk licensing model** with Getint fits various integration needs. Here is an overview:

#### Standard Licensing <a href="#standard-licensing" id="standard-licensing"></a>

* A single Getint license enables data synchronization between Freshservice and Freshdesk.
* This keeps setup simple and quick, with no extra configurations needed on either side.

#### Flexible License <a href="#flexible-license" id="flexible-license"></a>

* For managed services companies or organizations integrating four or more instances (same or different tools), Getint provides a **Flexible License**. This custom option covers a set number of connections (up to 10 instances) without tool limits. You can switch integrated tools anytime during the license term for maximum adaptability.

For licensing details, visit our [**Pricing Page**](https://docs.getint.io/licensing).

### Requirements to Build Your Integration <a href="#requirements-to-build-your-integration" id="requirements-to-build-your-integration"></a>

* Access to the **Getint platform** is required.
* Comments are attributed to the user who created the connection. Therefore, we recommend using dedicated **Service Accounts** for both instances.
* An **API key** is required for Freshservice authentication, and an **API key** is required for Freshdesk. Learn more here: [Access Tokens](https://docs.getint.io/guides/quickstart/connection).

### Setting Up Your Freshservice-Freshdesk Integration <a href="#setting-up-your-freshservice-freshdesk-integration" id="setting-up-your-freshservice-freshdesk-integration"></a>

#### 1. Access the Getint Platform: <a href="#id-1.-access-the-getint-platform" id="id-1.-access-the-getint-platform"></a>

* Log in at [app.live.getint.io](http://app.live.getint.io/). If you do not have an account, click **Sign up** to create one.

<figure><img src="/files/Y6BuKXCucTSjmeKEItD2" alt=""><figcaption></figcaption></figure>

* Enter your details, select the apps you want to connect, and click **Create new workspace**.

<figure><img src="/files/1AjCbaBcmkpjnFMhDobh" alt=""><figcaption></figcaption></figure>

* After you create the workspace, go to it to launch Getint.

<figure><img src="/files/4suZO3raSRSv73WNSi5U" alt=""><figcaption></figcaption></figure>

* The Getint interface will load.

#### 2. Create Integration <a href="#id-2.-create-integration" id="id-2.-create-integration"></a>

Go to **Workflows** (lightning bolt icon), click **Create Integration**, and select either:

* **Continuous Sync** for ongoing synchronization.
* **Migration** for a one-time data transfer.

<figure><img src="/files/ulkIrPqifiXDcq3qsLE4" alt=""><figcaption></figcaption></figure>

#### 3. Generate a Freshservice API Key <a href="#id-3.-generate-a-freshservice-api-key" id="id-3.-generate-a-freshservice-api-key"></a>

* Log in to your Freshservice account, click on your profile picture in the top right corner, and select **Profile Settings**.
* On the new page, click on **Show API Key** to access the API key.
* Complete the CAPTCHA verification, if prompted, and copy the API Key for integration.

{% embed url="<https://www.loom.com/share/191e48840a6c44e787d219cbb5893d7d>" %}

{% hint style="info" %}
You can reset the API Key to stop an app from connecting to your service desk if you need to. Remember that doing so will also disconnect other apps that use the same key.
{% endhint %}

#### 4. Generate a Freshdesk API Key <a href="#id-4.-generate-a-freshdesk-api-key" id="id-4.-generate-a-freshdesk-api-key"></a>

* Log in to your Freshdesk account, click on your profile picture in the top right corner, and select **Profile Settings**.
* In the sidebar on the right, click on the **View API key** button to access the API key.
* Complete the CAPTCHA verification, if prompted, and copy the API Key for integration.

{% embed url="<https://www.loom.com/share/4e102c203b04457caea5530b1e1c04d6>" %}

{% hint style="info" %}
You can reset the API Key to stop an app from connecting to your helpdesk if you need to. Remember that doing so will also disconnect other apps that use the same key.
{% endhint %}

#### 5. Create a Connection with Freshservice and Freshdesk <a href="#id-5.-create-a-connection-with-freshservice-and-freshdesk" id="id-5.-create-a-connection-with-freshservice-and-freshdesk"></a>

**Freshservice Connection:**

* Select **Freshservice** as the connection app, and click **Create New Connection**.

<figure><img src="/files/txCdjt4B1e2Ksb3sTNpb" alt=""><figcaption></figcaption></figure>

* Enter your Freshservice instance URL in the **URL** field and click **Next**.

<figure><img src="/files/IMtg293KjkHmxPyNIQFu" alt=""><figcaption></figcaption></figure>

* Assign a name to the connection and enter the API key.

<figure><img src="/files/CVwEAQJ7v4zITt7FbYfi" alt=""><figcaption></figcaption></figure>

* **Add** the connection and select it.

**Freshdesk Connection:**

* Select **Freshdesk** as the connection app, and click **Create New Connection**.
* Enter your Freshdesk instance URL in the **URL** field and click **Next**.
* Assign a name to the connection and enter the API key as the password.
* **Add** the connection and select it.

<figure><img src="/files/MAfa76F8SLHKruKkRXdO" alt=""><figcaption></figcaption></figure>

#### 6. Configure Type Mapping <a href="#id-6.-configure-type-mapping" id="id-6.-configure-type-mapping"></a>

* **Quick Build**: Use the Quick Build feature to automatically map fields and types between applications, simplifying the process.
* **Manual Mapping**: For greater control, manually map the types yourself. This approach lets you adjust the mapping to meet your specific needs. Click **+ Add type mapping** to add Freshservice types (Incident, Service Request) and map them to the Freshdesk **Service Request** type.
  * For example, **Incident ↔ Service Request**.

<figure><img src="/files/UALOTnjawKBjehOFAMq7" alt=""><figcaption></figcaption></figure>

#### 7. Configure Field Mapping <a href="#id-7.-configure-field-mapping" id="id-7.-configure-field-mapping"></a>

Select the fields to synchronize, such as **Title**, **Description**, **Assignees**, and **Custom** fields. In addition to this, for the connection to work, it is necessary to map some key fields:

1. **Requester Mapping**:
   * Link the **Requester** field in Freshservice to the **Requester** field in Freshdesk.
   * Ensure that requesters on both platforms are mapped to allow Getint to match them appropriately.
     * In case a fixed value, like an email, is supposed to be defined for this field, the configuration can be done accordingly.
2. **Status Field**:
   * Both Freshservice and Freshdesk mandate status mapping for the integration to function. A default value needs to be set for the ticket creation only, avoiding this option being picked up again when the tickets are updated.
3. **Priority Field**:
   * Mapping the priority field is necessary for the integration's operation within both Freshservice and Freshdesk.

After all fields and types have been configured, give your integration a distinctive name and save the settings.

<figure><img src="/files/wjsXZ6szTkpKUwh61QX6" alt=""><figcaption></figcaption></figure>

#### 8. Assignee Mapping <a href="#id-8.-assignee-mapping" id="id-8.-assignee-mapping"></a>

Use the assignee mapping option to match Freshdesk agents to Freshservice assigned to fields.

For more details, visit our doc: [Assignees (users) mapping](https://docs.getint.io/getintio-platform/workflows/assignees-users-mapping).

<figure><img src="/files/JZ49XhOV6oRor3ZAySWE" alt=""><figcaption></figcaption></figure>

#### 9. Status Mapping <a href="#id-9.-status-mapping" id="id-9.-status-mapping"></a>

Map status fields to align between Freshservice and Freshdesk. For example, **Open** in Freshservice could be mapped to **Open** in Freshdesk or to a different status if your organization has renamed them.

<figure><img src="/files/prlxvyULlGjMnjWQ8QDl" alt=""><figcaption></figcaption></figure>

#### 10. How to Manage Comments & Attachments: <a href="#id-10.-how-to-manage-comments-and-attachments" id="id-10.-how-to-manage-comments-and-attachments"></a>

Check the **Comments & Attachments** tab. These settings are active by default, but you can modify them to fit your specific requirements.

<figure><img src="/files/x30ELB7iwmya3uHY63IX" alt=""><figcaption></figcaption></figure>

**Synchronization Directions**

The platform supports three distinct logic flows for these items:

* **Bidirectional**: Updates to comments or attachments in either Freshservice or Freshdesk will reflect in the other platform.
* **Unidirectional to Freshservice**: Data flows exclusively from Freshdesk to Freshservice. Changes made in Freshservice will not sync back to Freshdesk.
* **Unidirectional to Freshdesk**: Data flows exclusively from Freshservice to Freshdesk. Changes made in Freshdesk will not sync back to Freshservice.

**Disabling Sync**

If your organization has strict data privacy policies or if these items are not relevant to a specific integration, you can **disable** comments and attachments entirely. This prevents any data transfer for these specific fields while keeping other mapped fields active.

<figure><img src="/files/z8oXvEXHsyIlvHN5fNZu" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
For a full overview of filtering logic, AND/OR conditions, and date-based filtering, refer to the [Comments Filtering documentation](https://docs.getint.io/getintio-platform/workflows/filtering-items-for-integration-in-getint/how-to-filter-comments).
{% endhint %}

#### 11. Filtering Options <a href="#id-11.-filtering-options" id="id-11.-filtering-options"></a>

Customize synchronization by applying filters:

* After completing your integration, add filters to each app by clicking the filter icon next to its app icon. This will affect the corresponding side of the integration.

<figure><img src="/files/UUrbjnQbZ5cz2HVAIVj5" alt=""><figcaption></figcaption></figure>

* Choose the filter scope:
  * **ALL items filter**: Rules will be verified for every item before synchronization.
  * **NEW items filter**: Rules will be verified only for newly created items that have not yet been synced.
  * **SYNCED items filter**: Rules will be verified for items that were already synced in the past.
* Add values for the filters and click **Apply**.

For more details on how to use the filter, refer to our [Filtering Guide](https://docs.getint.io/getintio-platform/workflows/items-filtering).

<figure><img src="/files/UgVLSxLJgI5kc4ho6Yqw" alt=""><figcaption></figcaption></figure>

#### 12. Test the Integration <a href="#id-12.-test-the-integration" id="id-12.-test-the-integration"></a>

Before deploying the integration to your production environment, perform a verification cycle to ensure data flows correctly between **Freshservice** and **Freshdesk**.

**Verification Steps**

1. **Initial Creation:**
   * Create a test ticket in **Freshservice**.
   * Create a test ticket in **Freshdesk**.
   * Confirm that the items appear in the respective platforms according to your mapping rules.
2. **Field & Feature Validation:**
   * **Updates**: Modify a mapped field and confirm the change is reflected on the linked platform.
   * **Comments & Attachments**: Add a comment or upload a file to verify the sync direction and visibility.
   * **Status Transitions**: Change the status (e.g., move a Freshservice ticket to "Pending") and verify the **Freshdesk** ticket updates accordingly.
3. **Audit Logs:**
   * Access the **Logs** tab within the platform.
   * Review the entries to confirm successful executions and identify any potential mapping errors or permission conflicts.<br>

***

### Conclusion <a href="#conclusion" id="conclusion"></a>

By following these steps, you have established a functional integration between **Freshservice** and **Freshdesk**. This setup automates the synchronization of records, workflows, and communication, bridging the gap between IT service and customer support teams.

For further assistance, please contact us at the [Support Center](https://getint.io/help-center) or [Schedule a Demo](https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team).

<figure><img src="/files/otyodSR2k1YTwh3mrnVq" alt=""><figcaption><p><a href="https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team
">Start your integration journey. Schedule a free consultation with our Getint Integration Expert today!</a></p></figcaption></figure>


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